In an era increasingly defined by the service industry, achieving true excellence hinges on a profound understanding of the human factor in service marketing. This book delves into how service organizations and their service staff, or so-called service operators, can empower customer encounters to pursue service excellence. It argues that mastering service is not merely about possessing technical competencies: it is abour strategically combining hard skills with crucial soft skills, particularly emotional intelligence. This powerful synergy is the key to unlocking a service operator's full potential. The right blend not only elevates individual productivity and career trajectories but also significantly enhances a company's reputation, brand image, and overall strategic objectives in the competitive service landscape.
Authors: Lukmanul Hakim, Siti Falindah Padlee
Pages: 104
Weight (book only): 180gram
ISBN: 9786297882161
Year: 2026
Finishing: Softcover,perfect binding
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